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Wifi point constantly loses connection

Elvtiv
Community Member

We bought a router and 1 point system at the beginning of the pandemic. It worked fine for about a year. Now for months I've been having a dropped network issue every few days. It was enough to make me switch ISPs, but the issue still persists. This confirms a hardware issue with either the Google router or point or both. It seems this is a known issue and Google has done nothing to address it. I'd be willing to try a new point to see if that solves the problem, but Google should offer a replacement for free.

14 REPLIES 14

IME-Automation
Community Member

It actually doesn't confirm that.  It could be that you have a new source of interference that didn't exist before.

I'm fighting this myself right now.

I bought an additional point and it improved.

Elvtiv
Community Member

Here's one recent article that supports this being a known issue. https://9to5google.com/2022/04/14/nest-google-wifi-offline-random/
It happened again over the weekend and I just disconnected (and factory reset) the point. My router is hard-wired to the fiber connection, so in theory it should NEVER drop. So far it's been rock solid. The router by itself should power my whole house (according to Google specs) so the point was really just for reinforcement/extended coverage outside anyway. Still, if it's a known hardware/firmware issue, Google needs to offer replacements. 

Jeff
Community Specialist
Community Specialist

Hi, everyone.

I'm sorry for the issues you're seeing with your connections. I know it's frustrating when things lack stability. We have seen a few other users with this issue, and there are a few different things you can try to settle things. The first thing I would check is to see if you have IPv6 enabled in the Home app WiFi settings. If you have IPv6 turned on, trying turning it off and see how it impacts things. If you continue to have issues at that point, let me know and we'll go to additional steps.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

Elvtiv
Community Member

When I checked my settings, IPv6 was already turned off. I ended up doing a factory reset on the point and re-adding to my Home. My network hasn't dropped again for a couple of weeks. *knock on wood.  

Jeff
Community Specialist
Community Specialist

Good to hear, Elvtiv. 

I'll check back in with you after some time and if things are still running smoothly, we can mark this as resolved. For now, let's just keep an eye on things.

Thanks.

- Jeff

Jeff
Community Specialist
Community Specialist

Hi there, Elvtiv.

I'm just circling back again to see if you were still seeing stable performance. If you've had issues, let me know.

Thanks,

- Jeff

Elvtiv
Community Member

Hi Jeff - 

The connection has been mostly stable. I had to restart the wi-fi network a few days ago for performance (never said it was disconnected, just slow/unresponsive) but after that restart, has been stable since.

Jeff
Community Specialist
Community Specialist

Thanks for the update, Elvtiv.

Let's actually keep this open a for a bit longer to see if things stay stable for you. I'll check back in down the line.

Thanks,

- Jeff

Jeff
Community Specialist
Community Specialist

Hey there, Elvtiv.

It's been a little while and I wanted to check in once more to see if you were still having good performance. If you have ran into any problems, let me know.

Thanks,

- Jeff

Elvtiv
Community Member

Hi Jeff. No further connection issues since I factory reset the point. I appreciate the continued follow-up. I think we're good to go for now. 

Jeff
Community Specialist
Community Specialist

Sounds great then. Thanks for being patient with this, Elvtiv. If you need anything else going forward, definitely let us know.

Thanks,

- Jeff

Jeff
Community Specialist
Community Specialist

Hi, everyone.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks,
- Jeff

Kkessler85
Community Member

See thread below and good luck. 

I Chased my nest wifi issues for months. It's the Nest wifi router. My 1gb internet service was absolutely unusable on this router and it started 4 or so month ago. Worked fine for almost 2 years then 4 months ago wired connections were fine but wifi was unusable.  Gave up after months of no support from Google on this issue. See similar stories below 

 

https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-Nest-WiFi-connectivity-issues/m-p/30434